Technical Support Analyst

Baycare; Tampa (FL); Hybrid; USD 42,000 - 64,000; Full time

Job summary

BayCare is seeking an IS Service Desk Analyst to provide frontline technical support for computers, applications, systems, devices, and access requests. You will work with internal teams to ensure timely incident resolution and maintain a reliable technology experience across the organization.

The role emphasizes customer service and technical troubleshooting in a healthcare environment, with a hybrid work arrangement and day shifts. Prior ServiceNow experience is highly valued.

Qualifications

• Bachelor's degree in Information Technology or a related field; OR CompTIA A+ Certification; OR three years of related service desk experience with A+ certification in lieu of a degree.

Responsibilities

• Provide technical support for computers, applications, systems, devices, and hardware.
• Research, troubleshoot, and resolve moderately complex technical issues.
• Deliver prompt, professional, and effective customer support to end users.
• Coordinate with internal technology teams to resolve incidents and fulfill service requests.
• Maintain communication regarding issue status, resolution progress, and next steps.
• Support hardware, software, system functionality, and access-related requests.
• Assist with hardware and software deployment activities.
• Document incidents, troubleshooting steps, and resolutions in accordance with procedures.
• Contribute to a positive customer experience through responsiveness, professionalism, and technical expertise.

Skills

Customer service

Troubleshooting

Technical support

Education

Bachelor's degree in Information Technology or related field

CompTIA A+ Certification

Tools

ServiceNow

Job description

Details

At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers, and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy built on a foundation of trust, dignity, respect, responsibility, and clinical excellence.

Position Summary

The IS Service Desk Analyst serves as a critical member of BayCare's Information Systems team, providing frontline technical support for computers, applications, systems, devices, access requests, and hardware. This role is responsible for identifying, researching, troubleshooting, and resolving technical issues of moderate complexity while delivering exceptional customer service and support to BayCare team members.

The analyst partners with internal technology teams to ensure timely resolution of incidents and service requests, supports end-user technology, and helps maintain a reliable technology experience across the organization.

Key Responsibilities

• Provide technical support for computers, applications, systems, devices, and hardware.
• Research, troubleshoot, and resolve moderately complex technical issues.
• Deliver prompt, professional, and effective customer support to end users.
• Coordinate with internal technology teams and departments to resolve incidents and fulfill service requests.
• Maintain communication regarding issue status, resolution progress, and next steps.
• Support hardware, software, system functionality, and access-related requests.
• Assist with hardware and software deployment activities.
• Document incidents, troubleshooting steps, and resolutions in accordance with established procedures.
• Contribute to a positive customer experience through responsiveness, professionalism, and technical expertise.

Minimum Qualifications

One of the following:

• Bachelor's degree in Information Technology or a related field; OR
• CompTIA A+ Certification; OR
• Three (3) years of related experience (service desk experience) AND CompTIA A+ Certification in lieu of a Bachelor's degree

AND

One of the following:

• At least two (2) years of related experience (service desk experience) AND Experience with ServiceNow ticketing system; OR
• Three (3) years of experience in a role involving customer service, application support, or work within a clinical setting.

Preferred Qualifications

• CompTIA A+ Certification.
• Experience supporting healthcare applications and systems.
• Strong customer service and problem-solving skills.
• Experience working in a fast-paced technical support environment.
• Experience supporting desktop technologies, user access management, and enterprise applications.
• Strong verbal and written communication skills.

Position Details

• Facility: BayCare Health System, IS Service Desk-BCHS
• Location: BayCare Data Center
• Status: Full Time, Non-Exempt
• Shift Hours: 7:00 AM - 3:30 PM
• Shift: Days (Shift 1)
• Weekend Work: Occasional
• On Call: Yes
• Remote Work: Hybrid